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Roles in Sport

Member Services Coordinator

Member Services Coordinator for Sport Organization

In the world of sport and recreational facilities, a Member Services Coordinator plays a crucial role in fostering a positive and inclusive environment for athletes, members, and corporate partners.

This article explores the qualifications, responsibilities, necessity for the role, and typical salary of a Member Services Coordinator in the sports industry.

Please note that coordinators and managers are distinct roles within organizations but are different in terms of tasks. Coordinators are typically responsible for specific tasks or projects, working under the guidance of managers, while managers have a broader scope of work, overseeing teams or departments and making important decisions. Coordinators focus on execution and coordination, while managers provide leadership, set strategies, and have decision-making authority. Managers require a broader skill set, including leadership and people management skills, compared to coordinators who focus on specific technical skills and organizational abilities.

×The information provided in this article is not an all-encompassing representation of the role of a Member Services Coordinator in all levels of sport organizations. The attempts to content focuses on the categorization of sport organizations into three sectors: the public sector, the nonprofit sector, and the commercial sector, but it is not all-encompassing. The responsibilities and duties of a Member Services Coordinator may vary depending on the specific organization and level of sport. This article primarily aims to generally highlight the role of the Member Services Coordinator in sport.

To provide a comprehensive understanding of the Member Services Coordinator role in sport, information was comingled with job postings for Member Services Coordinator positions for the Canada Games Centre, Waterloo Minor Soccer Club, Philadephia 76ers, and Rugby Ontario.

The Integral Role of a Member Services Coordinator in the World of Sport

In the realm of sport and recreational facilities, ensuring a positive and inclusive environment for athletes, members, and corporate partners is of utmost importance. To achieve this goal, sport organizations rely on the expertise of a Member Services Coordinator. This multifaceted role is responsible for managing memberships, driving growth, and delivering exceptional customer experiences. In this article, we will delve into the qualifications, responsibilities, necessity for the role, and typical salary of a Member Services Coordinator in the sport industry, drawing insights from real-world job descriptions.

Qualifications: The Foundation of Success

The position of a Member Services Coordinator demands a specific set of qualifications and experiences to effectively manage membership services, promote growth, and ensure outstanding customer experiences.

Mandatory Qualifications

  1. Experience in Membership Growth: A successful candidate should possess a minimum of 2-5 years of experience in membership growth, customer management, sales, and corporate partnerships/relations. This experience should ideally be gained within the context of community recreation, athletics, or the fitness industry.
  2. Customer Service and Sales Expertise: Strong customer service and sales experience are essential attributes as the Coordinator will be the face of the sport facility or organization, interacting with members and corporate partners regularly.
  3. Organizational and Negotiation Skills: Given the multifaceted nature of the role, strong organizational and negotiation skills are crucial in managing various aspects of membership services, corporate partnerships, and internal operations.
  4. Ability to Multitask and Manage Time Effectively: The Coordinator should demonstrate the ability to multitask and manage time efficiently as the role involves juggling multiple responsibilities simultaneously.
  5. Proficiency in Microsoft Word and Excel: As membership management involves data handling, generating reports, and ensuring smooth operations, proficiency in Microsoft Word and Excel is essential.
  6. Discretion, Good Judgment, and Confidentiality: Handling sensitive member information and corporate partnerships requires discretion, good judgment, and the ability to maintain confidentiality.
  7. Supervisory and Leadership Experience: Effective staff management is vital for maintaining a cohesive work environment and promoting a positive customer experience. The Coordinator must demonstrate supervisory and leadership skills to manage a small staff team effectively.

Desirable Qualifications

  1. Current First Aid/AED Certification: Possession of a current First Aid/AED certification adds value to the role, enabling the Coordinator to respond effectively to any medical emergencies that may occur within the sport facility.
  2. Knowledge of Specific Computer Software Systems: Familiarity with specific computer software systems, such as RecTrac, streamlines the membership management process and facilitates efficient operations.
  3. Experience in Staff Scheduling: Experience in staff scheduling helps optimize staff resources, ensuring proper coverage during peak hours and maximizing productivity.
  4. Educational Background in Related Fields: A degree or diploma in Business Administration, Recreation Management, or a related discipline with a focus on sales, marketing, or management provides a strong educational foundation to support the role's responsibilities.
Member Services Coordinator for Rugby Ontario in Sport Industry LinkedIn Profile

Responsibilities: The Role in Action

The responsibilities of a Member Services Coordinator are diverse and dynamic, encompassing various tasks and activities crucial for the smooth operation of sport facilities and organizations. Let's explore some key responsibilities that form the foundation of their role:

  1. Organizing Membership Services: The Coordinator is responsible for managing and administering membership services for the sport facility or organization. This includes handling the entire membership lifecycle, from registration to renewal, to ensure a seamless process for members.
  2. Achieving Membership Targets: Driving membership growth is a primary responsibility of the Coordinator. They must work diligently to meet or exceed membership targets set by the sport facility or organization.
  3. Developing Corporate Membership Partnerships: A significant part of the role involves identifying potential corporate membership partners within the community and nurturing existing partnerships. These partnerships not only enhance the financial sustainability of the facility but also create a network of support.
  4. Training and Development: To ensure exceptional customer service, the Coordinator identifies training needs and conducts training for customer service staff, focusing on memberships and related paperwork. Equipping the team with the necessary skills and knowledge is essential for providing excellent service to members and corporate partners.
  5. Member Services: Active participation in member services is crucial for the Coordinator. Handling tasks such as check-ins, membership sales, and daily cashouts and reconciliations are part of their responsibilities. The ability to engage with members positively and efficiently is essential for ensuring a positive experience.
  6. Managing Staff and Coaching for Performance: Effective staff management is crucial for maintaining a cohesive work environment and promoting a positive customer experience. The Coordinator's role as a leader involves providing guidance and support to the team to drive positive performance outcomes.
  7. Collaborating for Best Practices: Working in conjunction with other staff members, the Coordinator aims to develop best practices to maximize the utilization of the sport facility or organization. Sharing insights and expertise ensures optimal efficiency and effectiveness in operations.
  8. Generating Reports and Effective Communication: To facilitate data-driven decision-making, the Coordinator generates daily, weekly, and monthly reports for both internal and external stakeholders. Timely and effective communication with the public, user groups, and staff is crucial for smooth operations and member satisfaction.
  9. Maintaining Organized Records: To ensure smooth membership management, the Coordinator maintains organized electronic and paper files related to memberships and any changes that may occur.
  10. Managing Payments and Invoicing: Handling payments and invoicing for insurance claims is another responsibility of the Coordinator. Accuracy and efficiency in financial transactions contribute to the overall smooth running of operations.
  11. Assisting in Procedural Development: The Coordinator contributes to the development and expansion of procedural documents and training materials for staff and end-users. These resources are vital in ensuring that all processes are well-documented and consistently followed.
  12. Additional Projects and Tasks: As assigned by the Manager, Service Operations, the Coordinator may undertake various additional projects to support the growth and enhancement of the sport facility or organization.
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The Need for the Role: Enhancing the Sport Experience

The Member Services Coordinator position is indispensable for sport facilities and organizations due to several key reasons:

  1. Membership Growth: One of the primary goals of sport facilities and organizations is to drive membership growth. A skilled Coordinator can strategically plan and execute initiatives to attract new members and retain existing ones.
  2. Customer Experience: The quality of customer experience significantly impacts member retention. The Coordinator's role in ensuring exceptional customer service helps create a positive and inclusive atmosphere, fostering long-term relationships with members.
  3. Corporate Partnerships: Forming and managing corporate partnerships is crucial for the financial sustainability and growth of sport facilities. The Coordinator's efforts in identifying and nurturing such partnerships contribute to increased resources and support.
  4. Staff Leadership: Effective staff management is essential for ensuring smooth operations and maintaining staff morale. The Coordinator's role as a leader provides guidance and support to the team, creating a cohesive and motivated workforce.
  5. Reporting and Communication: Regular reporting and effective communication facilitate transparent operations and enable decision-making based on data insights.

Typical Salary: Recognizing the Role's Value

The salary for a Member Services Coordinator can vary based on factors such as location, the size of the sport facility, and the candidate's qualifications and experience. As per the job descriptions provided, typical starting salaries can be expected around $40,000. However, experienced and highly qualified Coordinators may earn higher salaries, potentially reaching $60,000 or more.

The Member Services Coordinator role for Field Hockey BC states that the annual salary scale for this position is $36,000 – $44,000 Canadian.

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Member Services Coordinator in Professional Sport Too

The Member Services Coordinator role is not limited to non-profit organizations in sport. In fact, it's apart of every professional sport organization too.

Member Services Coordinators also play a crucial role in professional sport organizations, ensuring a positive experience for season ticket members and fostering strong relationships with them. Emilee Desmond, M.A., Philadelphia 76ers Member Services Coordinator, serves as an exemplary example in this regard.

Emilee Desmond has excelled in her role by creating and building relationships with season ticket members through various means, such as personalized emails, face-to-face meetings, and exclusive events. Her efforts have resulted in a significant impact on member retention, as she maximizes and drives individual and organizational renewal percentages for full season ticket members.

One of Emilee's standout attributes is her ability to produce creative "WOW" moments for members based on her in-depth knowledge of their interests and membership history. By tailoring experiences and surprises that align with individual preferences, she enhances the sense of belonging and appreciation among the 76ers' season ticket members.

Emilee's dedication to providing exceptional customer service has not only strengthened the team's relationship with its members but has also contributed to the overall success and reputation of the Philadelphia 76ers. Her role as a Member Services Coordinator in a professional sport organization requires a combination of interpersonal skills, creativity, and a deep understanding of customer needs and preferences.

The bottom line is that Member Services Coordinators in pro sports, like Emilee Desmond, are instrumental in maintaining strong connections with season ticket members.

Their ability to personalize experiences, maximize renewals, and foster positive relationships contributes significantly to the organization's success and ensures an exceptional sports experience for loyal fans.

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In the dynamic world of sport and recreation, a Member Services Coordinator plays a vital role in promoting membership growth, enhancing customer experiences, and fostering partnerships for the sport facility or organization. Their qualifications, responsibilities, and leadership skills contribute to the overall success and sustainability of the sport facility. This role offers a rewarding career path in the sports industry, with competitive salaries that recognize the importance of the role. The dedication and expertise of a Member Services Coordinator go a long way in ensuring that sport enthusiasts have access to top-notch facilities and services that promote healthy and active living for generations to come. By reporting to the respective managers and directors, the Coordinators can align their efforts with the overall objectives of the organizations, ensuring the highest quality of programming, customer service, and inclusivity for athletes, members, and corporate partners alike.

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